Vice President of Customer Support & Excellence, Kyriba

• Minimum 12+ years of progressive leadership experience in customer support, customer success, or related customer-facing roles
• 5+ years in executive leadership positions (VP or equivalent) managing large, distributed teams
• Proven track record in B2B SaaS, financial technology, or enterprise software environments
• Experience building and scaling customer support operations in global markets
• Demonstrated ability to build, develop, and retain high-performing teams across multiple locations
• Strong change management and transformation experience with measurable business impact
• Experience managing P&L responsibility and driving operational efficiency improvements
• Proven ability to influence and collaborate effectively with C-level executives and cross-functional teams
• Deep understanding of customer support technologies, CRM systems, and service management platforms
• Knowledge of financial services, treasury management, or fintech industry preferred
• Familiarity with regulatory requirements and compliance considerations in financial markets is a plus
• Strong analytical skills with experience in data-driven decision making and performance optimization
• Exceptional communication and presentation skills in English; additional European languages preferred
• Cultural awareness and sensitivity for conducting business across diverse markets
• Strong negotiation and conflict resolution skills for managing complex customer situations
• Executive presence and ability to represent Kyriba at industry events and customer forums

Desirable

• We are seeking an experienced and strategic Vice President of Customer Support and Excellence to lead our global customer support and excellence operations
• This executive role will drive customer satisfaction, retention, and aid growth by building world-class support capabilities across the region
• The successful candidate will be responsible for developing and executing strategies that deliver exceptional customer experiences while driving operational excellence and business outcomes
• Develop and implement comprehensive customer support and success strategies aligned with Kyriba's business objectives and growth plans
• Lead the transformation of customer support into a strategic growth driver, focusing on customer retention, expansion, and advocacy
• Partner with executive leadership to define customer experience vision and KPIs across all segments and markets
• Drive continuous improvement initiatives to enhance customer satisfaction, reduce time-to-resolution, and increase first-engagement resolution rates with an emphasis on embedded AI solutions
• Oversee all aspects of customer support operations including technical support, customer experience management and enablement
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) that drive exceptional customer outcomes
• Implement scalable processes, tools, and methodologies to support business growth and geographic expansion
• Lead the transformation of knowledge management systems and self-service capabilities
• Build, lead, and develop a high-performing team of customer support professionals, technical specialists, and customer experience professionals
• Foster a customer-centric culture focused on proactive support, relationship building, and value delivery through the support process inclusive of Kyriba’s vital partner network
• Implement talent development programs, career progression pathways, and performance management systems
• Establish cross-functional collaboration within the Customer Success organanisation; Product, Sales, Marketing, and Engineering teams
• Serve as transformational leader for strategic objective of establishing a world class customer experience motion across Kyriba’s mid-market segment
• Drive customer health monitoring, risk identification, and proactive intervention strategies in partnership with the VP of Customer Success Management
• Assume key stakeholder position within customer advisory boards, user communities, and feedback programs to inform product development
• Champion customer voice within the organization and influence product roadmap decisions
• Drive customer retention, satisfaction scores (CSAT, NPS), and expansion revenue through superior support delivery
• Analyse customer data and support metrics to identify trends, opportunities, and areas for improvement
• Collaborate with the CSM and Sales leadership teams to support customer expansion and renewal initiatives
• Lead customer advocacy programs and reference development for marketing and sales enablement in partnership with the Kyriba leadership team